Mount Vernon, Oak Harbor & Sedro-Woolley Auto Repair

Paula, thank you for reaching out and sharing your concerns with us. We strive to ensure clear communication of any safety or maintenance needs, including performing and sharing with you a digital visual inspection, complete with photographs documenting the condition of your brake system. In this instance, there was evidence of your brake calipers sticking, causing uneven brake wear. In your case, one side of the brakes were worn twice as thin as the other side. While some mechanics may replace only the worn brake pads, or may not even notice the uneven brake pad wear without performing a complete inspection, our goal is to provide you with a safe, long lasting repair based on your driving needs and taking into consideration the documented condition of the system components. I truly apologize that any part of communicating this to you made you feel pressured, that is never our intention. If you are available to return to the shop, we would be more than happy to show you the basis for our recommendation in person.

Juan, thank you for taking the time to share your recent experience with our shop. But let's face it: this is far from the real story. Aside from you rounding up prices by up to $1000, and you and your brother trying to play good-cop bad-cop with us for over a month, let's see what else you left out: When you visited our facility with a failed transmission in your vehicle, our Service Manager discussed the varying solutions to get your vehicle back on the road. Based on your need for reliability and longevity, you decided that a full rebuild with a three year, 100,000 mile Nationwide Warranty would be a more suitable option than a used transmission or attempting a minor patch repair, and signed your authorization to perform the rebuild. The Service Manager requested that you bring in a deposit to order parts, which you agreed to do. After three days passed, having not seen nor heard from you, we received a phone call from your brother, yelling at our Service Manager and demanding we box up the pieces of your transmission that had been removed and disassembled with your authorization, and that he had found a shop 40 miles away that would do it cheaper (with a one year in house warranty). Despite the unprompted belligerent nature of your brothers phone call, our team calmly discussed with you the authorized repair, and you revealed that although your situation had changed since asking us to rebuild your transmission, you were uncomfortable with the unknown quality and lesser warranty of the other shop and would love to see if we could revert to one of the other options previously offered by your Service Advisor. At the end of the conversation, you decided you would attempt to speak with your brother and see if he would agree to a less expensive repair option. Over a week later, you reached back out to us and said the two of you were in agreement on performing the repair, and that you would be in that day to make the deposit, which you again did not do. We did not see or hear from you for five days after that call. On the fifth day, your brother arrived at our facility, demanding that we apply an additional discount on the most recently agreed upon repair and that he would pay for it in full, on the spot. When that was declined, he stated that he would make the deposit for the repair. Due to the great lapses in communication and the unreliable nature of commitments made by you and your brother, we requested that the repair be paid for in full as he had offered. When faced with that, your brother returned to his request that we box up your parts and prepare the vehicle to be towed away, which we did as requested. We are sorry that the way you chose to approach the communications throughout this transaction did not result in the quality repair you had hoped for. We wish you luck with your future repairs and with your new business.

Thank you for sharing, Chuck!

Thanks Cary, we are always happy to help however we can!